Senior Technical Support Analyst
Role Overview
Senior Technical Support Analyst in NEXT's Online Credit & Payments team, based from the Head Office in Leicestershire.
The role supports core IT systems, resolves complex issues, improves processes and shares expertise with the wider team.
Key Skills for This Role
Full Job Posting
Role overview
Senior Technical Support Analyst in NEXT's Online Credit & Payments team, based from the Head Office in Leicestershire.
The role supports core IT systems, resolves complex issues, improves processes and shares expertise with the wider team.
Responsibilities
- Own complex technical incidents through resolution, determine root causes and prevent recurring issues.
- Coordinate troubleshooting with internal users, IT teams and external vendors; keep stakeholders informed.
- Perform routine system monitoring, health checks and daily administration.
- Mentor junior analysts through daily guidance, technical training and peer reviews.
- Create technical documentation and troubleshooting guides.
- Improve support workflows and user experience.
- Handle sensitive or escalated issues professionally and empathetically.
Requirements
- Proven experience with Active Directory, system log analysis, monitoring platforms such as Grafana, Dynatrace or ELK, and ServiceNow.
- Familiarity with change and problem management processes and commitment to information security standards.
- Strong analytical problem-solving, organisation, time management and communication skills.
- Collaborative approach and interest in helping junior colleagues develop.
- PowerShell or Batch scripting skills are a bonus.
Workplace
- The posting includes a hybrid-work designation.
Benefits
- Benefits include product and partner discounts, a performance-based bonus, a Sharesave scheme, on-site nursery and parking, restaurants, wellbeing services, staff shops and development opportunities.
- Benefits are discretionary, subject to change and conditions.
About NEXT
NEXT is a FTSE 100 retail company with more than 44,000 employees and over 450 stores, serving online customers in more than 80 countries.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at NEXT
Data Analyst
Leicester, GBR
NEXT is seeking a detail-oriented Data Analyst to improve product reporting and provide actionable insights for business decisions. The role involves reporting, data engineering, and process automation, using SQL, Python
Computer Operations Analyst
Leicester, GBR
NEXT is seeking a Computer Operations Analyst to monitor and maintain core IT infrastructure supporting its websites, stores, warehouses, and integrations. The role includes shift-based system operations and incident res
NEST Analyst
Pontefract, GBR
NEXT is hiring a NEST Analyst to support transport workforce operations through schedule and assignment updates, time-card processing, payroll checks, and employee query resolution. Candidates should be proficient in Goo
Assistant Finance Analyst
Leicester, GBR
NEXT is seeking an Assistant Finance Analyst for an initial 12-month fixed-term contract supporting commercial finance and overhead cost management. You’ll handle month-end accounting, reporting, forecasts, reconciliatio
Developer Placement
Pontefract, GBR
NEXT is seeking a student for a 12-month technology placement contributing to full life-cycle software development. Applicants must be studying a relevant STEM degree with a placement year and bring basic familiarity wit
Developer Placement
Leicester, GBR
NEXT is seeking a student for a 12-month technology placement, contributing to application development alongside experienced developers. You’ll help build and enhance software, write and test code, resolve bugs, and part
Senior Data Analytics Manager
Leicester, GBR
NEXT is seeking a senior data and automation leader to shape Finance Operations through analytics, automation and AI. The role leads RPA and MI/reporting teams and requires experience leading multidisciplinary teams, str
Test Analyst Placement
Leicester, GBR
NEXT is seeking a university student for a 12-month industrial placement as a Test Analyst in its technology team. The role involves supporting test planning, investigating feature behavior, and sharing findings; applica
Data Analyst
Leicester, GBR
Computer Operations Analyst
Leicester, GBR
NEST Analyst
Pontefract, GBR
Assistant Finance Analyst
Leicester, GBR
Developer Placement
Pontefract, GBR
Developer Placement
Leicester, GBR
Senior Data Analytics Manager
Leicester, GBR
Test Analyst Placement
Leicester, GBR